Operations Excellence Analyst

Location: Austin, TX, USA

Notice

This position is no longer open.

Requisition Number: 155182

Position Title: BM&O Lead II

External Description:

Operations Excellence Analyst

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We’re looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

And we want you to join us. We’re hiring an Operations Excellence Analyst.

If this role is for you, then you’re the questioning type. You want to understand why things happen and want to share that with others to improve Operations. You are a business analyst and seek to identify and measure improvements. You analyze information to help understand how the business works, listening to teams across CE to identify problem areas and identifying solutions.

This role is part of EA’s Customer Experience organization. The Customer Experience organization strives to make EA known for taking care of its players. We’re players taking care of players and people talking to people – whenever, wherever, and however they need us.

A day in the life of an Operations Excellence Analyst looks like:

working across Operations to provide business analysis to understand where there are opportunities with a specific area of focus, recommending short range solutions
monitor KPI performance, identify improvement opportunities, understand the WHY
analytical skills are required, as much time will be spent using data to identify and understand performance issues
demonstrated ability to collaborate with other teams as needed
ability to prepare reports on plans and results of what we are learning, feeding information into the Weekly Operations review and SDR
reviewing impacts across multiple regions to understand player and advisor differences and how those impact operational KPIs
working across teams to identify trends and areas for improvement
liases across CE and EA for some initiatives to help drive us forward operationally
Demonstrated ability to prioritize your workload to handle curveballs, provide updates, and communicate

So how does the Operations Excellence Analyst make great experiences for players? They:

owns a key KPI or key focus area for Operations, defining and delivering improvements to help advisors and players
identifies and communicate the pain points, bottlenecks, and general blockers to delivering a signature player experience
participate in and facilitate workshops focusing opportunities identified including people, process, and technology components working across operations and programs to deliver the right solutions
understand how to measure opportunities identified, with ROI models, and other analysis
represent advisors and players when interacting with other departments and suggest ways to improve the player experience to appropriate stakeholders
propose policy, process, and integration changes across EA that allow us to deliver a seamless player experience
advocate for continuous improvement and challenge the status quo of the Operations team to constantly seek improvements
display confidence in communicating with senior management, or any audience, to ensure what they say is heard and understood
build relationships with WWCE teams work to you stay aligned to avoid duplication of efforts.
are a good communicator, providing either in-depth expertise or a high-level summary depending on the size and leadership-level in your audience
foster trust and respect within your team and beyond.

You’ll need to be awesome at wearing these hats:

Customer and Advisor Advocate – You’ll know what our players and advisors need and want and strive to deliver it through operations improvements
Creative – You’ll identify opportunities , seek out technology solutions, and continuously put EA at the front of excellent customer service with the least player effort.
Root cause – You’re detail-oriented and use various root cause analysis techniques to get to the root of the issue.
Self-Starter – You can get started on your own to deliver in line with expectations and requirements.

If you’re interested in this role, you’ll need these skills or experiences:

2 to 4 years’ experience in design and analysis
a bachelor’s degree in a relevant field or Six Sigma qualification
experience working with complicated workflows across multiple channels, tech tools, and resource groups

● gaming industry and customer support experience is a plus.

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Community / Marketing Title: Operations Excellence Analyst

Company Profile:

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Days Open: 67

Can this position be remote?:

EEO Employer Verbiage:

About Electronic Arts